CUSTOMER RELATIONSHIP MANAGER (CRM)

Department: CUSTOMER RELATIONS
Position: Customer Relationship Manager (CRM)
Industry: Healthcare – Diagnostic Laboratory
Reporting To: Management

Job Purpose

To ensure excellent patient care, professional front-desk management, effective coordination among staff, and smooth day-to-day functioning of the laboratory. The CRM will be responsible for maintaining service quality, managing reception operations, handling patient concerns, and ensuring discipline and efficiency at the operational level.

Key Responsibilities

1. Patient Care & Customer Relationship

- Ensure every patient receives professional, polite, and respectful service.
- Monitor patient satisfaction and ensure a positive patient experience.
- Handle patient complaints, queries, and concerns promptly.
- Ensure minimum waiting time and smooth patient flow.
- Maintain professional communication with patients and their attendants.

2. Front Desk & Reception Management

- Supervise and manage the overall functioning of the reception and front desk.
- Ensure receptionists follow proper procedures and maintain professional conduct.
- Monitor patient registration, billing, appointments, and report-related enquiries.
- Ensure proper coordination between reception, laboratory staff, and other departments.
- Maintain accuracy and confidentiality of patient information.

3. Staff Management & Coordination

- Monitor and manage the daily activities of reception staff.
- Allocate duties and ensure proper shift management.
- Monitor staff attendance, punctuality, discipline, and performance.
- Ensure all employees follow management and Admin & HR instructions.
- Address operational issues and coordinate with the concerned departments.

4. Daily Operations & Ground-Level Management

- Ensure the smooth day-to-day functioning of the laboratory.
- Regularly monitor front-desk activities and identify operational gaps.




- Ensure proper coordination between reception, sample collection, laboratory, and reporting teams.
- Monitor service delays and take immediate corrective action.
- Ensure cleanliness, proper arrangement, and professional maintenance of the reception area.

5. Reporting & Administration

- Prepare daily operational updates and report important issues to management.
- Maintain records of patient complaints, feedback, and service-related concerns.
- Identify areas for improvement and suggest effective solutions.
- Ensure compliance with company policies, procedures, and service standards.

Required Qualifications & Skills

- Graduate in any discipline; healthcare or hospital administration background preferred.
- Previous experience in hospital, diagnostic laboratory, or healthcare operations preferred.
- Strong communication and interpersonal skills.
- Excellent leadership and staff-management abilities.
- Positive problem-solving and decision-making skills.
- Ability to handle patients professionally, including difficult situations.
- Strong organisational skills and attention to detail.
- Proficiency in basic computer operations and billing systems.

Key Performance Expectations (KPI)

- Patient satisfaction and quality of service.
- Efficient management of front-desk operations.
- Reception staff discipline and performance.
- Reduction in patient complaints and waiting time.
- Smooth coordination between all departments.
- Overall operational efficiency and professional standards.

Eligibility & Experience

- Qualification: Any Degree (Minimum Graduation).
- Experience: Experienced candidates only.
- Prior experience in hospital, diagnostic laboratory, healthcare, or customer relationship management is preferred.
- Experience in front-desk management, patient handling, and staff supervision will be an added advantage.

Pay: From ₹20,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Customer Relationship Manager (CRM) (Chalappuram)
🏢 Saroj Diagnostics Laboratory Chalappuram
📍 Chalappuram